Contract renewal shambles
It seems to me that contract renewal should be a well tried and tested procedure - but it isn't.
I got the 'time to renew your contract' email and selected an offer online. Got 'order documents' and 'order summary' emails on 1st April (could this date be significant?) estimating an activation date of 5th April. Then nothing. Raised a formal complaint and got the response 'I do understand that you have been offered a new contract on 1/04/24 and this order has not been full filled. Upon checking your account, I do not find any new contract that has gone through on our end...'. Well, yes, that's my complaint - no new contract!
I was offered an extension to my existing contract at a reduced price but without the speed upgrade promised in the renewal offer. I queried this and again... Nothing.
I then requested that VM honour their original offer but reduce the price in view of my wasted time and the increase in the price of the old contract which they had implemented meantime... No response.
Why do customers have to go through this farce just for the simplest of purchases?
Hi Eric001
Thanks for your post and welcome to our community.
We're very sorry to hear about the issues you've had with the new contract.
It can take up to 14 days for online orders to be processed.
The contract you received however should show on our side in the meantime.
I'll send you a private message now so we can check this.
Please look out for the envelope in the top right of the page and pop back to me when you can.